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Arbiter's Decisions

You can search for decisions delivered by the Arbiter for Financial Servicesand judgements delivered by the Court of Appeal (Civil, Inferior)for those decisionsthat have been appealed

The database of Arbiter’s decisions is updated periodically. In accordance with the OAFS policy, complainants’ names in such decisions are pseudonymised (the actual names are replaced by unrelated alphabetical references).

The remit ofthe Arbiter for Financial Services is to investigate and adjudicate complaints lodged by eligible complainants (individuals and micro-enterprises) against financial services providers who are licensed or authorised by the Maltese financial services regulator. When cases are referred to the Arbiter and a decision is issued, such a decision is binding on both parties

Either party can request the Arbiter for clarification or correction to any computation, clerical, typographical, or similar errors within 15 days from the delivery of a decision. Decisions may be upheld in full, partially upheld, or rejected, and may be appealed by any of the parties.

As to the Court of Appeal (Civil, Inferior)judgements, we refer to the Court Services Agency’s eCourts website (https://ecourts.gov.mt/onlineservices/) for the relevant case reference numbers and appeal judgements. Information about appealed decisions on our website is updated periodically. However, such information should always be cross-checked with the eCourts website as we make no representations or warranties of any kind, express or implied, as to its completeness, accuracy or reliability.

Please get in touch with us through our “Contact us” page if you come across any broken links or other incorrect information.Thank you.

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ASF case reference:
ASF 025/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 027/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 020/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 007/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Calamatta Cuschieri Investment Services Limited
Category Issue:
Misselling / Suitability
Product/Service:
Miscellaneous (securities and funds)
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
148/2021
In progress
ASF case reference:
ASF 142/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 058/2020
Sector:
Investments
Language:
English
Financial Services Provider:
TMF INTERNATIONAL PENSIONS LIMITED
Category Issue:
Charges
Product/Service:
Pensions-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 054/2020
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Truevo Payments Ltd
Category Issue:
Suspected irregular activity
Product/Service:
Cards
Outcome:
Not Upheld
Date of Arbiter's Decision:
09/11/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 008/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 005/2021
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 120/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Island Insurance Brokers Limited,
Mapfre MSV Life Plc
Category Issue:
Rejection of claim
Product/Service:
Travel-related
Outcome:
Not Upheld
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 130/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 138/2020
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Bank of Valletta plc
Category Issue:
Opening/Closure
Product/Service:
Savings/Current/Term Account
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 074/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
124/2021
In progress
ASF case reference:
ASF 026/2020
Sector:
Investments
Language:
English
Financial Services Provider:
Momentum Pensions Malta Limited
Category Issue:
Administration/Management/Custody
Product/Service:
Pensions-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
19/10/2021
Appeal Court reference:
123/2021
In progress
ASF case reference:
ASF 057/2021
Sector:
Insurance
Language:
English
Financial Services Provider:
Building Block Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Other personal lines
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 039/2021
Sector:
Insurance
Language:
English
Financial Services Provider:
Building Block Insurance PCC Limited
Category Issue:
Rejection of claim
Product/Service:
Other business lines
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 114/2020
Sector:
Insurance
Language:
English
Financial Services Provider:
Elmo Insurance Limited
Category Issue:
Rejection of claim
Product/Service:
Motor – Own p’holder
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 107/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Atlas Insurance PCC Limited
Category Issue:
Value at maturity
Product/Service:
Travel-related
Outcome:
Upheld by Arbiter
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 088/2020
Sector:
Insurance
Language:
Maltese
Financial Services Provider:
Mapfre MSV Life plc
Category Issue:
Value at maturity
Product/Service:
Life-related
Outcome:
Partially Upheld by Arbiter
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed
ASF case reference:
ASF 070/2020
Sector:
Banking / Financial Institutions
Language:
English
Financial Services Provider:
Truevo Payments Ltd
Category Issue:
Suspected irregular activity
Product/Service:
Cards
Outcome:
Not Upheld
Date of Arbiter's Decision:
13/09/2021
Appeal Court reference:
Not Appealed